Group CRM Support Supervisor (c£30k plus benefits), BSi

This job ad has expired, it was posted over 60 days ago and the position is likely to have been filled.

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Job Description

Purpose of Position

The CRM Support Supervisor is responsible for the overall administration, effective usage, and day-to-day management of the BSI CRM business systems including but not limited to Salesforce.com.

As the key driver of CRM business systems within BSI, this position will focus on maximizing the effectiveness of all CRM business systems supporting the BSI business.   

Responsibilities include delivering user online training on CRM business systems such as Salesforce.com, answering day-to-day inquiries, helping to design and implement custom reports and system modifications, and managing data integrity. 

Job Functions and Responsibilities

• Directly support end-users to encourage effective use of all CRM systems.
• Escalate issues to CRM vendors support as required
• Act as the single point of contact for certain inquiries from the user group (e.g., answering “How to” questions that are specific to organization’s business processes reflected in CRM)
• Maintain and configure salesforce.com CRM and other CRM related systems day-by-day, including:
  • Users list, security profiles and access rights for users
  • Global case and lead assignment rules
  • Reports and dashboards support on demand
• Assist with imports/exports of lead, contact, account and other data kept in CRM when necessary
• Assist in the new marketing and sales process (7 steps) rollout in the countries
• Assist to design and manage implementation of integration of CRM with other business systems and applications used within BSI
• Analyze CRM related workflows, and suggest changes to improve the effectiveness of user work with CRM
• Develop and implement timely, quality CRM system improvements
• Define business issues and design sound process to analyze and address the identified issues.
• Conduct analysis and interpretation of data to justify areas for improvement.
• Maintain system metrics to track trends in usage and data integrity
• Identify usage problems and craft technical / communication plans to remedy
• Participate in cross-functional teams that address strategic business issues involving CRM, marketing, and sales operations

Candidate Requirements

Experience and Skills

• Previous experience in ongoing administration and management of a CRM system especially with Salesforce.com
• Strong background in working and collaborating with Sales, Marketing, and Customer Service (Operations) departments for effective usage of CRM tools.
• Able to balance technical skills with business application experience to effectively lead the company’s CRM business systems.
• Business acumen including a good sense of how a CRM application can be utilized to improve business processes, marketing processes and the bottom line
• Good knowledge of data reporting and analytic tools and technologies
• Effective communicator with a strong work ethic and a bias for action.
• Strong analytical skills required, including a thorough understanding of how to interpret customer business needs and translate them into requirements for developing CRM applications and systems.
• Excellent time management skills, ability to multitask, and propensity to handle urgent interrupts with poise, professionalism and a sense of humor
• Passionate about the customer and all elements of the customer experience
• Independent thinker - has conviction and tenacity 
• Self motivated with a high level of initiative
• Fluent English
• Some travel required

Contact / Application Details

The advertiser has specified that Recruitment Agencies may NOT contact them regarding this position.

Contact: Karen de Libero, BSi Group eBusiness Manager

Email:

 

Link: www.bsigroup.com

Please e-mail a covering letter and CV explaining your suitability for the job to .